Major Incident Manager

Responsibilities :

• Major Incident Management : Act as the focal point for all major incidents, taking ownership and driving the end-to-end incident management process until resolution. - Incident Identification : Promptly identify and assess major incidents based on their severity, impact, and potential risks to the business. - Communication : Facilitate clear and concise communication to stakeholders, including senior management, during the incident lifecycle, providing regular updates on the status and progress towards resolution. - Escalation Management : Ensure timely escalation of incidents as per the defined procedures, engaging appropriate support groups and management as required. - Investigation and Cause Analysis : Lead post-incident reviews to determine the potential cause of major incidents, identifying preventive measures to avoid recurrence. - Incident Documentation : Maintain comprehensive incident records, including details of the incident timeline, actions taken, and lessons learned. - Continuous Improvement : Drive continuous improvement of the incident management process, incorporating industry best practices and staying up-to-date with technological advancements. - Collaboration : Collaborate with cross-functional teams, including IT support, engineering, and application teams, to ensure efficient incident resolution. - Training and Preparedness : Conduct training sessions and workshops to enhance the incident preparedness and response capabilities of the team. - Service Level Agreement (SLA) Management : Ensure adherence to SLAs and service quality standards in incident management processes.

Qualifications :